January 16, 2025 • 17 mins
Unlock the secrets to personalized financial empowerment with Centric's game-changing online banking upgrade, "Journey to Better."
Join us as we chat with Casey Messer, Centric's training manager, who reveals how Centric's latest features can transform your financial management. From changing preferred names to setting personalized account alerts, this upgrade is all about tailoring your banking experience to fit your unique needs.
Casey walks us through the new account aggregation capability, which brings all your financial information together in one place, and an innovative app feature that simulates credit score changes, helping you make informed financial decisions like never before.
Discover how Centric is bolstering online security with two-factor authentication and enhanced password reset safeguards, adding layers of protection to your digital financial footprint.
Our discussion with Casey also covers seamless in-app communication with Centric staff, making it easier than ever to resolve transaction issues. These enhancements not only simplify financial management but also aim to improve your overall experience as a member.
Don't miss out on how these advancements can help you achieve your long-term financial goals and provide you with a personalized and secure banking journey.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Kelli Green (00:00):
Welcome to the Live Better podcast.
Today we're diving intosomething exciting that's going
to make managing your financeseasier than ever Centric's new
online banking upgrade Journeyto Better.
Join us as we dive into thistwo-part series.
In this episode, we'll explorewhat this upgrade means for you,
whether you're managingpersonal finances or even
(00:22):
running a business.
We'll talk about features thatcan simplify your day-to-day
banking, improve security andeven help you achieve your big
financial goals.
We'll also tackle some keyquestions like what tools would
make online banking trulyhelpful for you, how can mobile
banking meet your needs and whatrole does security play in your
confidence with digital banking?
(00:42):
Stick around as we break it alldown, share tips and hear from
experts about how this upgradeis set to transform your
financial experience.
Let's get started on yourjourney to better.
Today we'll actually be joinedwith lead expert and Centric's
training manager, Casey Messer.
Hello, Casey, welcome to theLive Better podcast.
Casey Messer (01:02):
Hey, so glad to be here.
Kelli Green (01:03):
It's exciting and we're thrilled to bring really
some new news to our members.
We've marketed just a smidge toour folks for them to know
what's up ahead.
But before we jump into our maintopic, will you just tell our
listeners a little bit aboutwhat you do here at Centric, and
then a few things about youpersonally.
Casey Messer (01:22):
So at Centric, I'm the training manager.
I do a little bit of operations, but primarily help develop our
staff and prepare them to serveour members.
So a little bit about mepersonally.
I'm married.
I have two babies.
My husband works for Entergyand I have a little boy in
kindergarten and a little girlwho's four and she'll be
starting preschool soon.
So a little bit about us.
Kelli Green (01:42):
Wow, that they're that age now.
So well-rounded.
Been here, you know you'veworked in several different
departments here at the creditunion, so you have really been
with us through a lot of, I say,the evolution of Centric
essentially, and I would thinkyou would agree that this
project that we're working onright now is probably one of the
best upgrades that we'reproviding to our members.
Casey Messer (02:05):
For sure, I definitely see that and I see
that our members are going to beso excited about that change.
Kelli Green (02:09):
Well, cool, let's dive in and talk about these
things.
Our members will continue tohear us talk about Journey to
Better and some of the things Ijust really want to think about.
You know, from your perspective,the new online banking platform
really promises increasedpersonalization.
That's something that we wanted,
Casey Messer (02:25):
yeah
Kelli Green (02:26):
So what tools or features would you really think
that would make bankingexperience feel like it's truly
tailored to you?
Casey Messer (02:33):
Well, there's a lot of things.
I mean as simple as you canchange your preferred name.
If you have a first name andyou go by your middle name, you
can change that in our mobileapp and when we talk to you as a
Centric staff, we can addressyou by that, so it can be very
personalized.
Things like alerts I'm veryexcited that you can really
drill down by account.
So checking versus savings,different alerts.
(02:54):
You can set up balance alerts,you can set up just transaction
things.
So, I think, just each person'sdifferent.
You might care about somethinga little bit different than I
want to see, and so that, to me,is very personalized, whereas
right now maybe it's just aglobal setting and you can alert
yourself, but it looks a littlebit different from person to
person.
Kelli Green (03:13):
So when you think about some members maybe have
accounts also at Centric, butmaybe they also have accounts at
other financial institutions,can they link those accounts?
Casey Messer (03:23):
Yeah, that's one of the favorites I have that's
coming up.
So account aggregation justbeing able to see your financial
journey as a whole, really, soif you have other savings
accounts or things elsewhere,you can link those and I just
think that, as an enhancement,that's one of the biggest things
that you can do.
Kelli Green (03:41):
And then also in the personalization, are there
any tools that are coming upthat will be available to our
members where they might be ableto see their credit score and
how maybe lending or differentdecisions that they've made to
their finances how that impactstheir credit score?
Casey Messer (03:57):
Yeah, so from a personal financial management
standpoint, big things arecoming.
So you can see your creditreport, you can see your score
and you can see it within amatter of seconds when opening
up your app.
So not only seeing the scoreand viewing your report, but
then also there's tools andthings that are in place that
are going to help you understandhow to improve it.
So if you're, you know, walkingthrough your credit journey and
(04:17):
maybe you've spoken with someoneor maybe you haven't, maybe you
have a goal in mind you can seespecifically what's happening
with your financial journey.
So there's budgets and thingsthat we can talk about.
That also.
I think that can really helpyou map out what that journey
looks like.
I love it.
I think it's going to beawesome, especially when we
think about financial educationor financial wellness.
Kelli Green (04:40):
To me, that is the crux of everything.
That is one of the things thatwe talk about a lot of times.
We may say no for a member to aloan or what have you, because
it's maybe not in the bestposition for them.
It might help them out rightnow to give them this, whatever
they may need, but as far asconsidering that from a
long-term goal, it's just notbeneficial.
And having tools like this attheir fingertips where they can
(05:03):
log in real time, see how youknow when they're making a
payment how does it impact theirscore, you know or even also,
too, to say, hey, if youcontinue to make these timely
payments, here's your overallgoal.
That's really important andsomething we've never been able
to offer to our members.
Casey Messer (05:20):
One thing that you just mentioned talking about
maybe getting a new loan.
One of the features in our appwill actually simulate what will
happen to your credit if youadd this loan, so you can put in
all the specific details ofwhat you're interested in doing.
Maybe it's a personal loan thatyou need.
What's going to happen to myscore when I do this?
So I think that's anenhancement that we haven't had
before
Kelli Green (05:40):
And also thinking about that is if you are
thinking about making anotherpurchase, how do you budget for
that?
So do we have any tools thatmight be coming down the pike we
can see for a budgetingstandpoint?
Casey Messer (05:52):
Yes, so we're going to have insights and
spending habits that areindividual to you.
There's going to be a way totag transactions so you can go
in and say, hey, this is forgroceries, this is a bill.
However, you want to organizethat and you can set up budgets
specific to that.
You can also set up goals.
So if you have a goal in mindand you know you need to
(06:36):
organize that budget to help youattain that goal, you can do
that based on those spendinghabits and those insights that
our new app's gonna provide.
That's gonna be great! And justthinking about, or example, if
you have household expenses andyou say you have maybe utilities
that go underneath that, or youhave your mortgage or whatever,
you have a budget and it willalert you hey, you're 50% to
that goal, you know, or you'vespent 100% of this goal this
month.
It helps you stay on track andit even alerts you when you've
(06:58):
hit those savings goals andidentifies if there is a savings
opportunity.
That's huge.
Yeah, that's really big.
Kelli Green (07:05):
I love it.
I think that's great.
Personalization, I think, iscritical for us, especially.
The more that we can actuallyoffer our members, I think, the
better we are as an individual,but also even as a community,
and that makes us make smarterchoices, and in turn, we can
share that too with our kids, oreven if we don't have children,
(07:27):
it might even be someone thatwe can share, that we may know,
because once we feel moreconfident about our expenses,
that's going to show in manydifferent areas of our lives.
Casey Messer (07:36):
That's right.
Kelli Green (07:37):
So kind of take us through too, so personalization,
we know, is so important to us.
Something that I think that'sat the top of our mind,
especially when you're managingyour finances, is really
security,
Yeah
And so we talk about security as always being a
priority with digital banking.
What measures would you giveyour you know greater confidence
in managing your financesonline?
Casey Messer (07:59):
There's a couple of things.
One of the things and we havethis now, but the two-factor
authentication, so you know youcan use your password and we
also can do face ID, but thenyou know you can receive a text
message to verify that it's you.
One of the things that I lovethat's coming up.
It's another I call it asafeguard.
But if you go to reset your ownpassword so self-serve right,
(08:20):
you forgot it, whatever hashappened.
If you go to do that from yourcell phone and you try and copy
that link or send that over tosomeone else, it's not going to
allow you to do that and soyou've got to do that from the
same device, which I think isjust an added.
It's a cherry on top, if youwill, for the security world.
This day, we know we have somany breaches and things that
you know maybe you've shared it,your password, and you need to
(08:41):
reset and just kind of getyourself back on track with that
.
I think that that's a great wayto make sure you know it's you
and we know that everything issafe.
Kelli Green (08:50):
Absolutely.
Even talking about that securitystandpoint too, if members want
to reach out to us and saythey've got a question about a
transaction that's on theiraccount, it could be from a
fraudulent transaction or itcould be like oh my goodness, I
forgot that I had thistransaction.
Take us through if as a member,I experienced something like
(09:12):
that.
Would you share with me whatwould that look like for the
member?
Casey Messer (09:15):
So we do get a lot of questions about fraud and
one of the ways right now to dothat is just to reach out to the
credit union.
Well, with our new app, one ofthe ways that you can reach out
to the credit union is inside ofthe app.
It says you're alreadyauthenticated.
I know I'm talking to Kelli.
Kelli has a question.
You can click on thetransaction that's in question
and begin a conversation with aCentric staff member right from
(09:35):
your mobile app, so you don'thave to go outside and text us
or call us.
You can, of course, we're there, but that's just one way to
keep it right there where you'realready at.
Kelli Green (09:43):
That's right.
So it's literally like younotice within your app.
You're just looking at yourtransactions and you say wait a
second, I don't recognize this.
You can click on thatparticular transaction and you
can request that someone atCentric evaluate that
transaction.
That's right.
Yeah.
That easy.
Casey Messer (10:00):
You can attach a receipt If you, you know.
You say, hey, wait, this was me, this one's not.
I have questions.
You can get into all thespecifics of it right there.
Kelli Green (10:07):
So there's no longer we have to send in all
this information or come in faceto face.
We can do that, yeah, but if wewant to transact, we can
literally do it right there fromour phone.
Casey Messer (10:17):
There are so many enhanced workflows, I think that
are going to be just moreefficient.
I think, from the memberstandpoint, but then also from
the staffing side, we want tohelp you as quickly as we can,
and if we already have thatinformation, why do we need to
ask you again?
Kelli Green (10:31):
That's right, so when we call, if I, as a member
here at Centric, it's importantthat whenever I call, I want you
to know me, you know andthere's other people too that
there's different folks that areusing AI where they're
identifying members and so forth, and it's so critical that we
have an extra layer of securitybut to say, okay, here's the way
(10:53):
in which that we areidentifying who you are, you
know, and that is something thatthe member sets up, and and so
I really love this.
To me, it makes me feel safe asa not only as an employee here
at Centric, but, mostimportantly, as as a member.
And how is this going to impactus financially?
You know that that is reallyimportant to me.
(11:13):
So, excuse me, as we kind oftalk about some different things
.
You know, there's always goingto be some pain points and
there's probably somefrustrations that people have
right now with change or evenfrustrations that they may have
experienced with their currentprovider.
Can you maybe talk through waysin which we're working through
those, after those frustrationsthat have been identified
(11:35):
through this Journey to Better?
How can we make thoseimprovements?
Casey Messer (11:39):
So I think one of the pain points and this is just
something that stood out to meI think there's different ways
you can answer this question butone of the pain points to me is
, just again, we talk about yourfinancial management.
How do you manage, how do youorganize, how do you work with?
So I think being able to makeyour experience what you want,
it is important.
So one of the roadblocks I thinkwe've we faced in the past is
(12:01):
okay, maybe I am joint on a lotof accounts, or maybe I had
access to a lot of accountsbecause of my role at a business
, or whatever the situation is.
How how can I manage that?
And they're really it's eitheryou have it or you don't.
So there are different ways nowin the new app that you're
going to be able to say okay, Iwant to save, I don't want to
see it, or I'm on this accountbut I don't need to have access
(12:23):
to it in the mobile banking, andso I think that's one of the
ways and the pain points thatwe've had in the past that we're
going to be able to moveforward with.
Kelli Green (12:31):
I love it, I think that's great.
So mobile banking is reallybecoming more central to
everyday financial activities.
I mean, I probably check myaccount a couple of times a week
.
I'm notified to you, knowwhenever a transaction happens.
You know you can set thoselimitations, but kind of what
specific mobile features aremost important to you in this
new system?
Casey Messer (12:50):
So I think that just being able to, like you
just mentioned, being able tosee everything in real time we
can see that now, right, butjust having a good idea of
what's happening.
So going back to the spendinghabits and just the credit
simulator, but then also thecredit report, so you know in
real time what's happening atall times.
So, whereas maybe before youset a reminder on your calendar
(13:12):
to go check these things or youhave a certain time where you
really dive into this, it's allright there.
One of the things too, some ofthe workflows that I think take
a little bit more time right noware going to be easier.
So maybe I'm traveling, one ofthe things I forget every time
is to go set a travel notice
Right
To say, hey, don't block my card.
That's important to me, right?
I need that, so you can do thatright from your app.
(13:35):
You don't have to call orremember to call, and then, if
it's after hours, you can dothat when it's convenient for
you.
So things like that are reallygoing to improve the way that
we're banking.
Kelli Green (13:44):
I agree.
I think that is absolutelygreat.
The thing I love about it somuch, too, is that it's you
literally just set it up the wayyou want to see it.
And another thing that's reallyimportant to me you know, a lot
of times if we're online and wesee different ads and things of
that nature, you know it maynot necessarily be personalized
to you, or it could bepersonalized to you.
(14:05):
What I think is reallyimportant is that, through this
technology that we have, we'llbe able to really pinpoint and
say, casey, we see that youcould actually be saving money
doing this or you're in thisparticular product.
Here's something have youthought about this?
It may save you money or helpyou in the future, and that's
what I love just really from amarketing standpoint.
(14:28):
I think that's so importantthat we know our members well
enough to say hey, we owe it toour members, as their credit
union of choice, to say this ishow we could be saving you money
.
Here's some things that wecould be doing for you that
maybe we have been sharing in amore of a blanketed part of
(14:48):
communication, but this issomething that will be specific
to our each and every member,and I think that it's really
hard to come by when you'rereally comparing us to other
financial institutions.
Casey Messer (14:59):
Yeah, you're right .
Kelli Green (15:01):
I love it.
Well, Casey, this has beengreat from you, know, just
really thinking about from amember perspective.
As I mentioned, you know this isa two-part series.
We'll be discussing more so onefor our members who maybe don't
have a business account, but wecertainly want you know
everyone to think about too, ifyou are a business owner or
you're thinking about becoming abusiness owner.
(15:21):
We have more on that next monththat's coming up, so we really
invite you to to listen in, but,as we're wrapping up, is there
anything else in addition, maybe, that you wanted to share?
To our listeners,
Casey Messer (15:35):
Oh, I would just say, get, get ready.
This is a very exciting time,you know.
We are going to share as muchinformation as we can ahead of
time to get you prepared forthis.
I know it's a change and withchange, sometimes that you know
you can, I fear I think fear isthe word there but just really
knowing that we're doing this tomake it better and we want to
help you Live Better and giveyou all the tools that you need
to manage your finances.
Kelli Green (15:54):
Yeah, and call us, contact us, if there's ever any
issue, a hiccup.
There will be a, you know, aperiod of time where there might
be some downtime.
You know that our members mayexperience where there's.
They're not.
They won't necessarily be ableto see their account from their
mobile app, but they're welcometo call in and can speak with us
and we can talk with them aboutthat and walk them through it.
(16:17):
It's just a.
You think about it like this.
You know it's just a shortamount of time for a really
awesome long-term benefit, so wejust have to keep that in mind.
Well, thank you, Casey, so muchfor joining us in our two-part
series of Journey to Better.
Thank you for listening to ourpodcast and tune back in next
month for another episode of theLive Better Podcast with
(16:37):
Centric.
Don't forget to subscribe toyour favorite platform and to
ensure you never miss out onhelpful tips, like us on
Facebook at Centric FederalCredit Union and find us at
MyCentric on Instagram,pinterest, tiktok and YouTube.
You can find information abouttoday's topic, our monthly blog
and more at mycentricorg.
(16:58):
Centric is federally insured bythe NCUA.
Welcome to the Live Better podcast.
Today we're diving intosomething exciting that's going
to make managing your financeseasier than ever Centric's new
online banking upgrade Journeyto Better.
Join us as we dive into thistwo-part series.
In this episode, we'll explorewhat this upgrade means for you,
whether you're managingpersonal finances or even
(00:22):
running a business.
We'll talk about features thatcan simplify your day-to-day
banking, improve security andeven help you achieve your big
financial goals.
We'll also tackle some keyquestions like what tools would
make online banking trulyhelpful for you, how can mobile
banking meet your needs and whatrole does security play in your
confidence with digital banking?
(00:42):
Stick around as we break it alldown, share tips and hear from
experts about how this upgradeis set to transform your
financial experience.
Let's get started on yourjourney to better.
Today we'll actually be joinedwith lead expert and Centric's
training manager, Casey Messer.
Hello, Casey, welcome to theLive Better podcast.
Casey Messer (01:02):
Hey, so glad to be here.
Kelli Green (01:03):
It's exciting and we're thrilled to bring really
some new news to our members.
We've marketed just a smidge toour folks for them to know
what's up ahead.
But before we jump into our maintopic, will you just tell our
listeners a little bit aboutwhat you do here at Centric, and
then a few things about youpersonally.
Casey Messer (01:22):
So at Centric, I'm the training manager.
I do a little bit of operations, but primarily help develop our
staff and prepare them to serveour members.
So a little bit about mepersonally.
I'm married.
I have two babies.
My husband works for Entergyand I have a little boy in
kindergarten and a little girlwho's four and she'll be
starting preschool soon.
So a little bit about us.
Kelli Green (01:42):
Wow, that they're that age now.
So well-rounded.
Been here, you know you'veworked in several different
departments here at the creditunion, so you have really been
with us through a lot of, I say,the evolution of Centric
essentially, and I would thinkyou would agree that this
project that we're working onright now is probably one of the
best upgrades that we'reproviding to our members.
Casey Messer (02:05):
For sure, I definitely see that and I see
that our members are going to beso excited about that change.
Kelli Green (02:09):
Well, cool, let's dive in and talk about these
things.
Our members will continue tohear us talk about Journey to
Better and some of the things Ijust really want to think about.
You know, from your perspective,the new online banking platform
really promises increasedpersonalization.
That's something that we wanted,
Casey Messer (02:25):
yeah
Kelli Green (02:26):
So what tools or features would you really think
that would make bankingexperience feel like it's truly
tailored to you?
Casey Messer (02:33):
Well, there's a lot of things.
I mean as simple as you canchange your preferred name.
If you have a first name andyou go by your middle name, you
can change that in our mobileapp and when we talk to you as a
Centric staff, we can addressyou by that, so it can be very
personalized.
Things like alerts I'm veryexcited that you can really
drill down by account.
So checking versus savings,different alerts.
(02:54):
You can set up balance alerts,you can set up just transaction
things.
So, I think, just each person'sdifferent.
You might care about somethinga little bit different than I
want to see, and so that, to me,is very personalized, whereas
right now maybe it's just aglobal setting and you can alert
yourself, but it looks a littlebit different from person to
person.
Kelli Green (03:13):
So when you think about some members maybe have
accounts also at Centric, butmaybe they also have accounts at
other financial institutions,can they link those accounts?
Casey Messer (03:23):
Yeah, that's one of the favorites I have that's
coming up.
So account aggregation justbeing able to see your financial
journey as a whole, really, soif you have other savings
accounts or things elsewhere,you can link those and I just
think that, as an enhancement,that's one of the biggest things
that you can do.
Kelli Green (03:41):
And then also in the personalization, are there
any tools that are coming upthat will be available to our
members where they might be ableto see their credit score and
how maybe lending or differentdecisions that they've made to
their finances how that impactstheir credit score?
Casey Messer (03:57):
Yeah, so from a personal financial management
standpoint, big things arecoming.
So you can see your creditreport, you can see your score
and you can see it within amatter of seconds when opening
up your app.
So not only seeing the scoreand viewing your report, but
then also there's tools andthings that are in place that
are going to help you understandhow to improve it.
So if you're, you know, walkingthrough your credit journey and
(04:17):
maybe you've spoken with someoneor maybe you haven't, maybe you
have a goal in mind you can seespecifically what's happening
with your financial journey.
So there's budgets and thingsthat we can talk about.
That also.
I think that can really helpyou map out what that journey
looks like.
I love it.
I think it's going to beawesome, especially when we
think about financial educationor financial wellness.
Kelli Green (04:40):
To me, that is the crux of everything.
That is one of the things thatwe talk about a lot of times.
We may say no for a member to aloan or what have you, because
it's maybe not in the bestposition for them.
It might help them out rightnow to give them this, whatever
they may need, but as far asconsidering that from a
long-term goal, it's just notbeneficial.
And having tools like this attheir fingertips where they can
(05:03):
log in real time, see how youknow when they're making a
payment how does it impact theirscore, you know or even also,
too, to say, hey, if youcontinue to make these timely
payments, here's your overallgoal.
That's really important andsomething we've never been able
to offer to our members.
Casey Messer (05:20):
One thing that you just mentioned talking about
maybe getting a new loan.
One of the features in our appwill actually simulate what will
happen to your credit if youadd this loan, so you can put in
all the specific details ofwhat you're interested in doing.
Maybe it's a personal loan thatyou need.
What's going to happen to myscore when I do this?
So I think that's anenhancement that we haven't had
before
Kelli Green (05:40):
And also thinking about that is if you are
thinking about making anotherpurchase, how do you budget for
that?
So do we have any tools thatmight be coming down the pike we
can see for a budgetingstandpoint?
Casey Messer (05:52):
Yes, so we're going to have insights and
spending habits that areindividual to you.
There's going to be a way totag transactions so you can go
in and say, hey, this is forgroceries, this is a bill.
However, you want to organizethat and you can set up budgets
specific to that.
You can also set up goals.
So if you have a goal in mindand you know you need to
(06:36):
organize that budget to help youattain that goal, you can do
that based on those spendinghabits and those insights that
our new app's gonna provide.
That's gonna be great! And justthinking about, or example, if
you have household expenses andyou say you have maybe utilities
that go underneath that, or youhave your mortgage or whatever,
you have a budget and it willalert you hey, you're 50% to
that goal, you know, or you'vespent 100% of this goal this
month.
It helps you stay on track andit even alerts you when you've
(06:58):
hit those savings goals andidentifies if there is a savings
opportunity.
That's huge.
Yeah, that's really big.
Kelli Green (07:05):
I love it.
I think that's great.
Personalization, I think, iscritical for us, especially.
The more that we can actuallyoffer our members, I think, the
better we are as an individual,but also even as a community,
and that makes us make smarterchoices, and in turn, we can
share that too with our kids, oreven if we don't have children,
(07:27):
it might even be someone thatwe can share, that we may know,
because once we feel moreconfident about our expenses,
that's going to show in manydifferent areas of our lives.
Casey Messer (07:36):
That's right.
Kelli Green (07:37):
So kind of take us through too, so personalization,
we know, is so important to us.
Something that I think that'sat the top of our mind,
especially when you're managingyour finances, is really
security,
Yeah
And so we talk about security as always being a
priority with digital banking.
What measures would you giveyour you know greater confidence
in managing your financesonline?
Casey Messer (07:59):
There's a couple of things.
One of the things and we havethis now, but the two-factor
authentication, so you know youcan use your password and we
also can do face ID, but thenyou know you can receive a text
message to verify that it's you.
One of the things that I lovethat's coming up.
It's another I call it asafeguard.
But if you go to reset your ownpassword so self-serve right,
(08:20):
you forgot it, whatever hashappened.
If you go to do that from yourcell phone and you try and copy
that link or send that over tosomeone else, it's not going to
allow you to do that and soyou've got to do that from the
same device, which I think isjust an added.
It's a cherry on top, if youwill, for the security world.
This day, we know we have somany breaches and things that
you know maybe you've shared it,your password, and you need to
(08:41):
reset and just kind of getyourself back on track with that
.
I think that that's a great wayto make sure you know it's you
and we know that everything issafe.
Kelli Green (08:50):
Absolutely.
Even talking about that securitystandpoint too, if members want
to reach out to us and saythey've got a question about a
transaction that's on theiraccount, it could be from a
fraudulent transaction or itcould be like oh my goodness, I
forgot that I had thistransaction.
Take us through if as a member,I experienced something like
(09:12):
that.
Would you share with me whatwould that look like for the
member?
Casey Messer (09:15):
So we do get a lot of questions about fraud and
one of the ways right now to dothat is just to reach out to the
credit union.
Well, with our new app, one ofthe ways that you can reach out
to the credit union is inside ofthe app.
It says you're alreadyauthenticated.
I know I'm talking to Kelli.
Kelli has a question.
You can click on thetransaction that's in question
and begin a conversation with aCentric staff member right from
(09:35):
your mobile app, so you don'thave to go outside and text us
or call us.
You can, of course, we're there, but that's just one way to
keep it right there where you'realready at.
Kelli Green (09:43):
That's right.
So it's literally like younotice within your app.
You're just looking at yourtransactions and you say wait a
second, I don't recognize this.
You can click on thatparticular transaction and you
can request that someone atCentric evaluate that
transaction.
That's right.
Yeah.
That easy.
Casey Messer (10:00):
You can attach a receipt If you, you know.
You say, hey, wait, this was me, this one's not.
I have questions.
You can get into all thespecifics of it right there.
Kelli Green (10:07):
So there's no longer we have to send in all
this information or come in faceto face.
We can do that, yeah, but if wewant to transact, we can
literally do it right there fromour phone.
Casey Messer (10:17):
There are so many enhanced workflows, I think that
are going to be just moreefficient.
I think, from the memberstandpoint, but then also from
the staffing side, we want tohelp you as quickly as we can,
and if we already have thatinformation, why do we need to
ask you again?
Kelli Green (10:31):
That's right, so when we call, if I, as a member
here at Centric, it's importantthat whenever I call, I want you
to know me, you know andthere's other people too that
there's different folks that areusing AI where they're
identifying members and so forth, and it's so critical that we
have an extra layer of securitybut to say, okay, here's the way
(10:53):
in which that we areidentifying who you are, you
know, and that is something thatthe member sets up, and and so
I really love this.
To me, it makes me feel safe asa not only as an employee here
at Centric, but, mostimportantly, as as a member.
And how is this going to impactus financially?
You know that that is reallyimportant to me.
(11:13):
So, excuse me, as we kind oftalk about some different things
.
You know, there's always goingto be some pain points and
there's probably somefrustrations that people have
right now with change or evenfrustrations that they may have
experienced with their currentprovider.
Can you maybe talk through waysin which we're working through
those, after those frustrationsthat have been identified
(11:35):
through this Journey to Better?
How can we make thoseimprovements?
Casey Messer (11:39):
So I think one of the pain points and this is just
something that stood out to meI think there's different ways
you can answer this question butone of the pain points to me is
, just again, we talk about yourfinancial management.
How do you manage, how do youorganize, how do you work with?
So I think being able to makeyour experience what you want,
it is important.
So one of the roadblocks I thinkwe've we faced in the past is
(12:01):
okay, maybe I am joint on a lotof accounts, or maybe I had
access to a lot of accountsbecause of my role at a business
, or whatever the situation is.
How how can I manage that?
And they're really it's eitheryou have it or you don't.
So there are different ways nowin the new app that you're
going to be able to say okay, Iwant to save, I don't want to
see it, or I'm on this accountbut I don't need to have access
(12:23):
to it in the mobile banking, andso I think that's one of the
ways and the pain points thatwe've had in the past that we're
going to be able to moveforward with.
Kelli Green (12:31):
I love it, I think that's great.
So mobile banking is reallybecoming more central to
everyday financial activities.
I mean, I probably check myaccount a couple of times a week
.
I'm notified to you, knowwhenever a transaction happens.
You know you can set thoselimitations, but kind of what
specific mobile features aremost important to you in this
new system?
Casey Messer (12:50):
So I think that just being able to, like you
just mentioned, being able tosee everything in real time we
can see that now, right, butjust having a good idea of
what's happening.
So going back to the spendinghabits and just the credit
simulator, but then also thecredit report, so you know in
real time what's happening atall times.
So, whereas maybe before youset a reminder on your calendar
(13:12):
to go check these things or youhave a certain time where you
really dive into this, it's allright there.
One of the things too, some ofthe workflows that I think take
a little bit more time right noware going to be easier.
So maybe I'm traveling, one ofthe things I forget every time
is to go set a travel notice
Right
To say, hey, don't block my card.
That's important to me, right?
I need that, so you can do thatright from your app.
(13:35):
You don't have to call orremember to call, and then, if
it's after hours, you can dothat when it's convenient for
you.
So things like that are reallygoing to improve the way that
we're banking.
Kelli Green (13:44):
I agree.
I think that is absolutelygreat.
The thing I love about it somuch, too, is that it's you
literally just set it up the wayyou want to see it.
And another thing that's reallyimportant to me you know, a lot
of times if we're online and wesee different ads and things of
that nature, you know it maynot necessarily be personalized
to you, or it could bepersonalized to you.
(14:05):
What I think is reallyimportant is that, through this
technology that we have, we'llbe able to really pinpoint and
say, casey, we see that youcould actually be saving money
doing this or you're in thisparticular product.
Here's something have youthought about this?
It may save you money or helpyou in the future, and that's
what I love just really from amarketing standpoint.
(14:28):
I think that's so importantthat we know our members well
enough to say hey, we owe it toour members, as their credit
union of choice, to say this ishow we could be saving you money
.
Here's some things that wecould be doing for you that
maybe we have been sharing in amore of a blanketed part of
(14:48):
communication, but this issomething that will be specific
to our each and every member,and I think that it's really
hard to come by when you'rereally comparing us to other
financial institutions.
Casey Messer (14:59):
Yeah, you're right .
Kelli Green (15:01):
I love it.
Well, Casey, this has beengreat from you, know, just
really thinking about from amember perspective.
As I mentioned, you know this isa two-part series.
We'll be discussing more so onefor our members who maybe don't
have a business account, but wecertainly want you know
everyone to think about too, ifyou are a business owner or
you're thinking about becoming abusiness owner.
(15:21):
We have more on that next monththat's coming up, so we really
invite you to to listen in, but,as we're wrapping up, is there
anything else in addition, maybe, that you wanted to share?
To our listeners,
Casey Messer (15:35):
Oh, I would just say, get, get ready.
This is a very exciting time,you know.
We are going to share as muchinformation as we can ahead of
time to get you prepared forthis.
I know it's a change and withchange, sometimes that you know
you can, I fear I think fear isthe word there but just really
knowing that we're doing this tomake it better and we want to
help you Live Better and giveyou all the tools that you need
to manage your finances.
Kelli Green (15:54):
Yeah, and call us, contact us, if there's ever any
issue, a hiccup.
There will be a, you know, aperiod of time where there might
be some downtime.
You know that our members mayexperience where there's.
They're not.
They won't necessarily be ableto see their account from their
mobile app, but they're welcometo call in and can speak with us
and we can talk with them aboutthat and walk them through it.
(16:17):
It's just a.
You think about it like this.
You know it's just a shortamount of time for a really
awesome long-term benefit, so wejust have to keep that in mind.
Well, thank you, Casey, so muchfor joining us in our two-part
series of Journey to Better.
Thank you for listening to ourpodcast and tune back in next
month for another episode of theLive Better Podcast with
(16:37):
Centric.
Don't forget to subscribe toyour favorite platform and to
ensure you never miss out onhelpful tips, like us on
Facebook at Centric FederalCredit Union and find us at
MyCentric on Instagram,pinterest, tiktok and YouTube.
You can find information abouttoday's topic, our monthly blog
and more at mycentricorg.
(16:58):
Centric is federally insured bythe NCUA.
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